Author Solutions, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me under one condition:Could Xlibris Press cancel ALL books with me.  They stated that they would keep my book "[redacted]" active; I would like all books cancelled at this time.Thank you very much for your help with canceling my books with Xlibris Press.
Regards,
[redacted]

Dear Revdex.com, On September 13th, your office forwarded Mr. [redacted]’s concern that the option to purchase a copy of his Kindle e-book, [redacted], from Amazon’s Kindle Store was absent from the site when he searched there on August 25th.  We appreciate that he has brought this concern to us.  When we went to the Amazon Kindle Store on September 13th his title was listed and available for purchase and to date remains listed.  Our records show that the e-book files for Kindle & Nook distributors were submitted on August 11th and verification of their receipt was confirmed. On August 18th we received his request to cancel the paperback version of his book only and submitted the request to cancel its ISBN to our distribution partners the following day. We reviewed our request and confirmed that no formal requests for cancellation of the ISBNs for the e-Book versions of his title were made. The listing of books and e-Books on Amazon’s site are solely at Amazon’s discretion. Shortly after the cancellation request was made we became aware that Amazon had unilaterally cancelled his title. We resubmitted the Kindle files to them on August 26th. His e-Book was restored and re-listed for purchase. In summary, we understand and recognize the frustration caused by the absence of his e-Book on the Kindle Store once he had received assurance that we had followed his cancellation instructions. We are grateful for the cooperation of Amazon in reversing their delisting action and restoring his title. Sincerely, Elaine H[redacted] Manager of Authors Satisfaction

Dear Revdex.com, Thank you for the opportunity to review and further explain the 100% royalty program for Mr. [redacted] selected for his work.  Mr. [redacted] signed up with Xlibris on June 15, 2016 to publish his book entitled “[redacted]”. He purchased...

a Full Color Children's Dreamtime publishing package at a promotional rate. The book completed its publication process and was initially made available for sale with Mr. [redacted]’s approval on November 23, 2016.  Mr. [redacted] purchased an additional Marketing Edge Bundle Package on August 30, 2016. This marketing package includes several items: the Google Search Marketing-250 Clicks, a Press Release- Essential Campaign for 500 recipients, a two (2 )year Bookstore Returnability Program and a three (3) year enrollment in our 100% Royalty Program. Each of the services of the marketing package has been implemented with enrollment in the continuing programs in place. In his filing Mr. [redacted] is disputing the royalty amount received for Q4 2016 and the implementation of the 100% royalty program.  100% Royalty ProgramIn Section 7 of his signed Self-Publishing Services Agreement (copy attached), the standard royalty percentages for both printed and e-books are listed. Section 7.1 (d) states that a 100% Royalty Program is available for an additional cost where one would receive 100% of the Net proceeds. When Mr. [redacted] chose to purchase the 100% Royalty Program, he completed and returned the 100% Royalty Agreement, copy attached. According to the Eligibility and Requirements section of the agreement, enrollment in the program is dependent upon the following: 1) when the signed agreement is received by us and 2) the availability of the work for sale at that time.  Per Sections (a) and (b) of the Agreement, works will be enrolled within forty-five (45) days after Xlibris receives the executed Agreement and full payment for the service. We have explained to him that the signed royalty agreement form was received on December 12, 2016 (see attached agreement email).  The program was activated on January 1, 2017, after receipt of both criteria and well within the stated 45-day time. Subsequently, royalties earned prior to the January 1st enrollment will follow the royalty payout structure of the Self-Publishing Services Agreement and those earned beginning January 1, 2017 and going forward will follow the earnings chart on page 3 of the 100% royalty agreement (see attached). Sales ReportingHe also states that sales of “just under 100 copies of his book” have been made. Attached you will find a copy of the Sales Activity and Quarterly Royalty Reports which are available to Mr. [redacted] thru his password protected My Author Center account on the Xlibris website.  The Q4 2016 royalty report lists forty-three (43) royalty eligible sales for the period and shows the royalty was paid in accordance with the Self-Publishing Services Agreement. The Sales Activity report lists the number of copies printed regardless of royalty eligibility.  The Sales Activity report shows seventy-eight (78) books were printed in Q4 2016; (43) royalty earning sales plus thirty (35) that fail to qualify for royalties—ten (10) books included in the publishing package and twenty-five (25) books purchased by the author.  Purchases by authors of copies of their own books receive special discounts off the suggested retail price instead of royalty eligibility. The discount is determined by the number of books ordered at any one time and ranges from 35% to 65%.  For Q1 2017, the Sales Activity report lists twenty-seven (27) books reported by our distribution partners as printed in January and February.  These numbers have yet to be validated and may change as the sales data for the quarter continues to be reported and compiled.  Following the payout schedule as stated in the Self-Publishing Agreement, Q1 2017 royalties are payable the end of May and subject to the $75 threshold rule and federal withholding taxes. The Sales Activity report confirms that the 100% Royalty Agreement is in place, showing the royalty earnings for each sale is in compliance with the chart in the attached agreement.   Federal Tax WithholdingWe are required by the IRS to withhold federal taxes on royalty earnings unless a W9 form is completed and on file with us. Taxes withheld are remitted quarterly to the IRS under the designated owner of the work’s credentials. Federal taxes were withheld from the Q4 2016 royalties and will continue to be withheld and remitted to the IRS until a completed W9 tax form is submitted to us.  This filing may be done thru his My Author Center account.  In summary, we acknowledge and understand Mr. [redacted]’s request to reset his enrollment in the 100% Royalty program to retroactively include Q4 2016. The timeline terms of the agreement were followed and therefore we must respectfully decline his request. In regard to his alternative request for a refund of the full amount of his packages, our records indicate that all the services of his publishing and marketing edge packages have been fulfilled. Per Section 8.2 of his Self-Publishing Services agreement, fulfillment of services nullifies eligibility for refund.  We trust this information illustrates the steps taken to address Mr. [redacted]’s concerns.  Sincerely,Elaine H[redacted]Manager of Author Satisfaction

Dear Revdex.com,
 
Thank you for the opportunity to investigate and resolve Mr. [redacted] concerns and request for a refund.
 
Mr. [redacted] purchased an Essential Black & White publishing package from AuthorHouse on March 31, 2015.  He received a discount from the...

usual purchase price and chose to split the purchase into three payments, incurring an additional non-refundable processing fee of $30 and making his total purchase, $979.50.  On May 6, we received his signed Publishing Services Agreement, copy attached, through the postal service.
 
Mr. [redacted]’s point of contact for the submission process was Check-In Coordinator Rowella A[redacted].  Ms. A[redacted] reached out to Mr. [redacted] via telephone on May 6, after his Agreement was received, to explain the publishing process and the steps to begin.  Ms. A[redacted] checked in with Mr. [redacted] again on May 27, to inquire about his publishing process.
 
Mr. [redacted] states that he did not receive a response from AuthorHouse representatives after his final payment was made on May 31.  Attached is a log of all calls to and from Mr. [redacted]’s telephone number on file, indicating that all calls were returned promptly, with the exception of a few days in mid-June when Ms. A[redacted] was out of the office due to illness.  During that time, Ms. [redacted]’s daughter, [redacted], submitted his manuscript as a zip file to Ms. A[redacted] via email.  Ms. A[redacted] replied to Ms. [redacted] on June 19, that the email submission from [redacted] had been received.
 
Mr. [redacted] has requested a refund for his publishing package.  Our records do not show that Mr. [redacted] had previously requested a refund, before filing this complaint.   Upon receipt of this complaint, Mr. [redacted]’s Publishing Consultant, Darius P[redacted], reached out to ensure that Mr. [redacted] wished to continue with the refund, although Ms. A[redacted] had received his manuscript. 
 
Mr. [redacted] confirmed his refund request, and the refund was processed and paid on June 25 in three installments.  The refund reflects Mr. [redacted]’s payment for the publishing package, less a $150 administrative fee as outlined in the Publishing Services Agreement.  This refund of $799.50 should reflect on Mr. [redacted]’s credit card within 3-5 business days.
$316.50 to Visa ending 7386, transaction ID [redacted]
$316.50 to Visa ending 7386, transaction ID [redacted]
$166.50 to Visa ending 7386, transaction ID [redacted]
 
Mr. [redacted] has also requested the return of his submitted materials.  The publishing services agreement advises authors to retain a copy of their manuscript before submitting it by mail or other mechanism and states that AuthorHouse is under no obligation to return or preserve submitted materials.
 
As stated above, Mr. [redacted]’s manuscript was submitted to us electronically via email by Ms. [redacted].  A search of our records failed to find receipt of any paper or other format of his manuscript.  As we are not in possession of the original file and Mr. [redacted] and/or Ms. [redacted] have the original of the electronic version emailed to us, there is nothing unique to return to Mr. [redacted].
In summary, Mr. [redacted]’s publishing package has been cancelled and refunded to his credit card of record within the timeline stipulated in his services agreement.  As Mr. [redacted]’s manuscript was submitted to us electronically by email, its return is unnecessary.
 
We trust this letter illustrates the steps taken to complete Mr. [redacted]’s refund.
 
Sincerely,
 
Elaine [redacted]
Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
I do not have any way of receiving...

customer receipts for sales of my paperback or e-book editions. How am I to have access to those records from all on line and brick and mortar stores all over the world ? Xlibris is responsible for ensuring I receive my royalties from all sales. They are distributing my book in paperback and e-book editions and should have all the records available to be examined. I dispute that no one has bought my book since 2014. Why is it available in book stores if I am not getting any royalties ?? I feel they owe me more than royalties than they want to pay. I will not settle until they show me that my book has not been selling.Regards,[redacted]

As  follow-up to our response, UPS has confirmed the package containing the client's check has been delivered. [redacted]Manager of Author SatisfactionAuthor SolutionsA Penguin Random House Company1663 Liberty Drive[redacted]@authorsolutions.com

Dear Revdex.com,
 
Thank you for giving us the opportunity to explain the Content Evaluation procedure and refund requested for the publishing package purchased by Ms. [redacted] for her son, Mr. [redacted].
 
Ms. [redacted] purchased the Pro Format publishing package for her son from...

Westbow Press on October 30, 2013 at the discounted price of $1,139.40.  She chose to use the installment payment plan option which added a non-refundable payment plan fee of $75, making her total $1,214.40. She made the first payment that day of $404.80 with the remaining two (2) payments scheduled for the same day of the month in the following two months.
 
Content Evaluation
The following day, Ms. [redacted] was contacted by her Check-In-Coordinator (CIC) Ms. Mary [redacted]. Ms. [redacted] explained the material submissions process and continued to follow-up with Ms. [redacted] and her son throughout the next eight (8) months until the final manuscript was submitted to Westbow Press on June 27, 2014.
 
Once all materials are submitted, each manuscript undergoes a content review to help authors avoid legal or other content related issues. Upon receipt, their manuscript was moved into the Content Evaluation phase where is was reviewed for potential libel, copyright, invasion of privacy, plagiarism or other issues noted in Section 19 of the Terms and Conditions agreement (a copy of which is attached here for your reference) and the WestBow Press editorial standards as posted on the WestBow Press website at: http://www.westbowpress.com/Whywestbowpress/editorialstandards.aspx.
 
Ms. [redacted]’ son’s manuscript failed the Content Evaluation review on July 7, 2014. A copy of the Content Evaluation results is attached in its entirety for your reference. Action steps were presented to Ms. [redacted] and her son which identified some examples of the type of changes needed in order for the manuscript to pass the Content Evaluation stage and move forward. At this time Ms. [redacted] informed Ms. [redacted] that she was moving to a different position within Westbow Press. Subsequently the action steps were emailed to Ms. [redacted] by her new CIC, Ms. Gwen [redacted]. Ms. [redacted] checked in with Ms. [redacted] and her son several times until the revised manuscript was submitted on October 23, 2014.  She also informed them that she was still waiting on the completed Submission Information Form.
 
A Submission Information Form (SIF) is required from all Westbow Press authors in order for their manuscript to move forward with its publication. This document contains relevant information about the technical aspects of the book such as book trim size, paper color, genre, pen name, genre, cover text, and blurbs about the book and/or author. The Content Evaluation team requires this document to be on file when a manuscript is re-submitted for a second evaluation in order to ensure that the pen name, genre, and fiction/non-fiction designation assigned to the book adequately protect or hide identities if prescribed in the Content Evaluation recommendations.
 
Revised Manuscript Evaluation
Ms. [redacted] reached out to Ms. [redacted] and her son multiple times throughout the next four (4) months to inquire about their progress with the SIF. They confirmed that they were indeed still working on the SIF and would be mailing it when it was finished. We received the final SIF on March 2, 2015, which prompted Ms. [redacted] to send the manuscript and SIF directly back to the Content Evaluation team so they might review the changes made based on the instructions given the previous July.
 
That same day the Content Evaluation failed the manuscript a second time. The full second review can be found on the second page of the attached Content Evaluation Notes document.  This review identifies the absence of a Christian message in the manuscript which is required of all WestBow Press publications, the use of certain words in a manner not sanctioned by Thomas Nelson and the inclusion of violent content and witchcraft, magical or horror references which are inconsistent with the editorial standards of WestBow Press and Thomas Nelson. Action steps were once again provided to Ms. [redacted] regarding changes that needed to be made to the manuscript to meet the WestBow editorial standards.
 
The Content Evaluator also recommended that if the work were being evaluated for an imprint without the editorial restrictions of WestBow Press, it would pass the review.  
 
Opportunity to Place with a Different Imprint
WestBow Press was formed to help author self-publish their work and is a partnership between Thomas Nelson and Author Solutions LLC that specializes in works with Christian morals, inspirational themes and family values.
 
Based upon the Content Evaluator’s recommendation that the author consider placing the publication of the book with a self-publishing imprint that would be more receptive to the genre and content of his work, Balboa Press was suggested.  Balboa Press is the self-publishing imprint of Hay House, Inc in partnership with Author Solutions LLC.  The imprint publishes works covering a wide range of topics, concentrating on self-help and transformational themes including astrology, numerology, spirituality, meditation, social commentary, finance, nutrition, psychology, etc.  This imprint option was presented to Ms. [redacted], however it was never finalized.   
 
Refund
In March a refund and transfer request was written for the WestBow publishing package. Based upon the Content Evaluator’s recommendation, a Publishing Consultant was advised to discuss the possibility of an imprint change to Balboa Press with the author.  In April, Ms. [redacted] indicated to Publishing Supervisor Kate [redacted] that she preferred a check refund. 
 
The refund request was forwarded for approval and processing. As stated in Schedule A, Section 5 of the terms and conditions of the Westbow Publishing Agreement:
PUBLISHER will refund amounts paid by AUTHOR as follows:
Prior to submission of manuscript 100% less a $150 setup fee
After submission, but prior to interior design 50%
After interior design, but prior to final sign-off 25%
After six months from contract date 0%
 
The package purchase occurred in 2013 and the refund request in 2015.  Subsequently, the request was declined in because the refund eligibility time span had expired. A copy of the agreement is attached for your reference.
 
In deference to the circumstances surrounding the refund, a request for an exemption to the refund terms was prepared and submitted for Executive Review. 
 
We apologize to Ms. [redacted], her son and husband for the length of time it has taken for their refund to be approved.  The exemption approval was authorized on September 4th.  
 
In order to mail the check we must verify the validity of the address on record. We have tried to reach Ms. [redacted] several times to do so.  The address on record is: [redacted], Wahiawa HI 96786.  The address provided with this filing is: [redacted], TN 37010. The phone number and email address are the same. We await Ms. [redacted] address verification.
 
In summary, according to their Content and Editorial guidelines Westbow Press is not able to publish Ms. [redacted]’ son’s manuscript as it stands. Authorization to transfer the publishing package and imprint from Westbow Press to Balboa Press was suggested yet never confirmed. We apologize to the [redacted] family for any inconvenience this set of circumstances may have caused them.
 
The subsequent refund request exceeded the six (6) month threshold for eligibility and was submitted for refund policy exemption thru executive review.  The exemption was approved and a check will be mailed once we receive confirmation of the address to which it should be sent.
 
We await Ms. [redacted] address verification.
 
Sincerely,
 
Elaine [redacted]
Manager of Author Satisfaction

Dear Revdex.com,
 
Thank you for giving us the opportunity to review the royalty payments made to Mr. [redacted].
 
Publication and Expiration of the Paperback Format
Mr. [redacted] contracted to publish his book [redacted] with 1st Books (later AuthorHouse) in September of 2001. The paperback...

format of the book was completed and released into the distribution channel in January of 2002 as a print-on-demand (POD) title. An annual Distribution Channel Access Fee (DCAF) was required to be paid by authors in order to keep their books available for distribution to the retail websites offering the book for sale. On November 28, 2007 AuthorHouse attempted to contact Mr. [redacted] to alert him that we had not received his annual payment, however his phone number on file was disconnected and the email sent to him was returned as undeliverable. A printed letter was then mailed to Mr. [redacted] informing him that we had not received his DCAF payment. We did not receive a response from Mr. [redacted] and therefore as of February 3, 2008 his paperback expired and was removed from the distribution channel.
 
When Mr. [redacted] reached out to us in July of 2012 he was informed of the expiration again and was offered the opportunity to have his book reinstated into the distribution channel at no cost. After receiving a reply from Mr. [redacted] expressing his interest in this, a link was emailed to him containing a link to click on and submit his official request for reinstatement. We did not receive the official request for reinstatement, and so Mr. [redacted]’s paperback format continues to be unavailable for retail sale leaving only his eBook on the market.
 
E-Book Sales Collection, Royalty Rates and Calculation Schedule
By definition a print-on-demand (POD) title is only printed when an order is received. Therefore the number of sales is determined by the number of copies printed. The eBook version of a POD title is also released only as ordered but in electronic format. To verify sales a report is provided by each of our print partners and eBook distributors. The reports are collated, verified for royalty eligibility and royalties disbursed quarterly. Statements are posted quarterly to an author’s online Author Center account once the reconciliation process is completed.
 
If Mr. [redacted] believes sales have been made that do not appear on the sales reported by our print and eBook distribution partners, he may submit documentary evidence so that we may dispute the data provided by our distribution partners. The type of evidence needed is a dated sales receipt, the vendor name and date of purchase or the printer code found on the last interior page of the book.
 
AuthorHouse pays authors royalties and posts royalty statements quarterly according to the following schedule:
First Quarter: January 1 – March 31 (Payments made/statements posted end of May)
Second Quarter: April 1 – June 30 ((Payments made/statements posted end of August)
Third Quarter: July 1 – September 30 ((Payments made/statements posted end of November)
Fourth Quarter: October 1 – December 31 ((Payments made/statements posted end of February)
 
When Mr. [redacted]’s eBook format was created in 2012 it was released into the distribution channel with an incorrect royalty earning designation. Due to an entry error in our payment system, his eBook royalty was denoted with a dollar sign ($) instead of a percent sign (%). Subsequently, the system recognized his royalty for each eBook sale to be ($50) dollars instead of the correct rate of fifty (50%) percent of the net sale. This scenario is apparent on the royalty statements that Mr. [redacted] may view through his password protected AuthorCenter account.
 
For your reference we have attached a copy of the statement showing the history of sales and royalty earnings from his e-book’s release in 2012 thru Q1 2015. It shows that a total of two (2) sales were made in two (2) different quarters with the Net Sale for a single e-book of $2.76. Per the statement the author was paid fifty ($50) dollars instead of the correct royalty of 50% or $1.38 per sale. Mr. [redacted] was paid $100.00 instead of $2.76, reflecting an overpayment of $97.24.
 
These royalties have been paid to the author via two (2) separate royalty checks, and both checks have cleared the bank. As a gesture of goodwill we will not request that he repay the ninety seven dollars and twenty-four cents ($97.24) he was overpaid, instead we will correct the royalty rate in our payment system for all e-book sales moving forward.
 
Payment of Royalties
Mr. [redacted] states that AuthorHouse does not pay him royalties unless he complains to the Revdex.com and that the last time she complained to them was 2013.  We found no record of receiving a formal complaint from the Revdex.com on his behalf at any time in the past.
 
However, our records indicate that in January of 2013 Mr. [redacted] alerted our customer service staff that he had not been receiving royalty payments. A full audit on Mr. [redacted]’s account was immediately performed and the results confirmed that Mr. [redacted] was owed royalties amounting to ten dollars and eighty-seven cents ($10.87) from sales between Q1 2002 and Q2 2006 for his paperback book prior to its expiration.  A request was submitted for repayment of the royalties and he was advised that a timeline for payment was yet to be determined.
 
The recut royalties were added to his Q1 2014 e-book royalties and a check issued on May 30, 2014. This check and the quarterly check issued for his Q3 2013 eBook royalty on November 27, 2013, have both been cashed by Mr. [redacted]. Attached for your reference is a Payment History spreadsheet which shows the check information. As both of these checks have cleared the bank we consider Mr. [redacted] to be paid in full for all royalties earned thru Q1 2015.
 
Per the royalty payment schedule, statements for Q2 2015 sales and royalties are yet to be finalized and will be posted the end of August. 
 
Federal Tax Withholding
Please note that for Mr. [redacted]’s royalty payments, federal taxes were withheld. We are required by the IRS to withhold federal tax unless the author completes and files a W-9 form with us. Mr. [redacted] has not submitted this form. He may access the form at any time and submit it through his password protected Author Center account online to avoid future tax withholding on his royalty checks.
 
In Summary
Mr. [redacted] has been paid for all royalties due to him for sales of both the paperback and eBook formats of his book [redacted].
 
We thank Mr. [redacted] for calling to our attention the posting error that calculated his royalties incorrectly.  We have adjusted his account to correctly calculate his royalties by percentage (%) instead of dollars ($).  Although Mr. [redacted] was overpaid $97.24, as an act of goodwill, we will not request reimbursement or deduct the amount from future royalties. 
 
To avoid having federal withholding deducted from his royalty payments he may submit a W-9 form thru his AuthorCenter.
 
We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns.
 
Sincerely,
 
Elaine [redacted]
Manager of Author Satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Xlibris continues to lie and defraud in their response as they have done in their business practices. Let me address the following once again and the attachment I sent originally, shows the payment schedule that it was for Six (6) months, nothing more, nothing less, nothing else.
A.     Payment Plan Agreement
Here is the section of their Install plan to which I entered into agreement with them. Executive Package - $7,499
Price Now: $3,699
(This Special Offer is up until October 15, 2015)
INSTALMENT
1st INSTALMENT
(with $30) instalment fee
$646.5
2nd INSTALMENT
(after 30 days from 1st charge)
$616.5
3rd INSTALMENT
(after 60 days from 2ND charge)
$616.5
4th INSTALMENT
(after 90 days from 2ND charge)
$616.5
5th INSTALMENT
(after 120 days from 2ND charge)
$616.5
6th INSTALMENT
(after 150 days from 2ND charge)
$616.5
Xlibris claimed that they did not receive full payment until Dec 18, 2015. That is also another lie. See copy of my bank statement showing where they took out the unauthorized monthly amount instead of the $616.50 on 12/14, posted on 12/15. This was followed by my prepayment balance of $1,449.60 on 12/16 and posted on 12/17.
12/17/2015
PURCHASE AUTHORIZED ON 12/16 XLIBRIS 888-[redacted]
 
$1,449.60
12/17/2015
PURCHASE AUTHORIZED ON 12/16 [redacted]
 
$80.96
12/16/2015
SAVE AS YOU GO TRANSFER DEBIT TO [redacted]
 
$2.00
12/16/2015
Cash eWithdrawal in [redacted]
 
$260.00
12/16/2015
PURCHASE AUTHORIZED ON 12/16 [redacted]
 
$26.77
12/16/2015
PURCHASE AUTHORIZED ON 12/15 [redacted]
 
$11.02
12/15/2015
SAVE AS YOU GO TRANSFER DEBIT TO [redacted]
 
$1.00
12/15/2015
RECURRING PAYMENT AUTHORIZED ON 12/14 XLIBRIS 888-7954274 IN[redacted]
 
$739.80
B.     Borders was already out of business long before my book was even written. Yet, in order to mislead and defraud me, Xlibris provided me with a document showing all the sites/stores where my book would go on sale. At some point in a previous response, Xlibris claimed my book was available for sale on their (Xlibris’) website when I stated that my book was not available, not even a picture, on Amazon or any other site on 12/18. Xlibris is a Publisher, not a book store so no reasonable person would expect to visit their site to purchase books. So what difference does it make that, according to their weak claim, my book was on their site?
C.     Color of book and jumbled words. I have provided an image of how I told Xlibris I wanted the wording to appear on the book cover as well as the colors of blue and green, not white! In the interest of time and in an attempt to ensure that my book would go live on 12/18, I reluctantly decided to go with what they gave me. But still, they did not send my book live even though I cooperated with them so graciously. There is a difference between approving something and going along with it out of desperation. Xlibris put me in a position of desperation.
D.     Xlibris failed to deliver my complimentary copies in a timely manner. Complimentary copies were a part of the package I paid for. Xlibris failed to anticipate and mail my copies even though I paid up my balance in advance. After I returned from a trip I saw package at my door, which was days later.
E.      Xlibris seems to take pride in the number of complaints filed against them and the number of derogatory comments from customers who they have taken advantage of. To state that:  (The number of filings posted by the Revdex.com represents a cumulative total for a 36 month (3 year) period for all of the Author Solutions companies) is just sickening and shameful. To rack up over 200 complaints by customers who took the time to come forward (notwithstanding the others who walked away quietly, never to ever do business with Xlibris again), is just awful and needs to be stopped even if by stiff fines and penalties. There were also class action lawsuits against this company. And it matters not which of your family of companies the complaints are generated from. I Googled Xlibris and there the complaints popped right up.
F.      I never agreed with Xlibris to allow for so much of my book content to be placed on any site. I happened to stumble upon it and had to make about six calls to Xlibris to have the content reduced or removed from these sites before anything was done about it.
G.     Xlibris needs to come clean and take full responsibility for their breach of contract in which they changed the terms of the payment installment by charging me more over a shorter period of time. Their own Installment Plan to which I agreed, showed the real amount of $616.50 over six months, not $729 that they illegally charged my account.
H.     Xlibris lied about when they received final payment. The copy of my bank statement showed the real date.
Thank you for your time and attention to this matter. I regret that it has taken up so much of your time because of companies like Zlibris, which does not have the guts to right their wrongs. I am fully deserving of the refund to my account because of their official misconduct.
[redacted].
Regards,[redacted]

Dear Revdex.com,
Thank you again for the opportunity to explain Mr. [redacted]’s publishing package inclusions and his book royalties.
Hardcover inclusion
As we stated in our previous response, no record could be found that Mr. [redacted] was promised a hardcover option of his book.  The link to the color publishing packages offered by AuthorHouse (http://www.authorhouse.com/Packages/Comparison/FC.aspx) show that no color packages offer a hardcover option. A hardcover option is available as an add-on service but only as a casebound hardcover (similar to a text book), not with a dust jacket as he mentions in his filing. 
Mr. [redacted] writes “If you will note on the last paragraph made by AuthorHouse in attempts to resolve this Dispute they offered "discount" on the publishing package as a ‘goodwill gesture.’”  The response does not mention a discounted publishing package in the final paragraph.  It does say that Mr. [redacted] was offered a discount on the hardcover add on, should he choose to purchase it.   That offer still stands.
Book royalties 
Mr. [redacted] writes “I have also asked about my royalties and sales of my book which has already sold several copies and these sales are also not being posted to my account…”  Mr. [redacted] has inquired once about his royalties.  On March 17, 2016, he called and spoke with a customer service representative who explained to him that he could see his royalty statements on his author center and because his book was just made available for purchase in February, no retail sales would be posted until at least 60 days after the quarter ends.  Below is the royalty schedule as outlined on the AuthorHouse website:
How often do you send out royalty payments?
The Quarterly Schedule is as follows:
1st QuarterSales Period: January 1 through March 31Quarterly mailed to author late May/Early June
2nd QuarterSales Period: April 1 through June 30Quarterly mailed to author late August/Early September
3rd QuarterSales Period: July 1 through September 30Quarterly mailed to author late November/Early December
4th QuarterSales Period: October 1 through Dec. 31Quarterly mailed to author late February/Early March
There is a reason for the gap between when the quarter ends and when the checks are mailed out. This is due to the delay in retail sales being reported to us by the distributors. They send this information to us 4 to 6 weeks after the close of each quarter. We then compile those sales with the AuthorHouse sales for the quarter and audit the report 3 times before creating and mailing the check to you. To have an idea of how your book is selling during a quarter, you can always log on to your Author Center account to view sales through AuthorHouse. However, sales placed directly through the distributor will not be listed on the AuthorHouse page, as they are only reported to us quarterly.
In closing, the hardcover inclusion was addressed in Mr. [redacted]’s previous response.  There is no record of Mr. [redacted] being promised a hardcover in his publishing package.  The hardcover add on discount was offered as a goodwill gesture.
Regarding sales and royalties, the information Mr. [redacted] was provided by customer service on March 17, 2016 was correct.  Sales made in first quarter 2016 (January through March) will reflect on the payment made in late May/early June, with statements posting around the same time.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:4/10/10-$1,344.00, 2/14/11-$300 revision, 2/8/13-$192, 9/27/12-2$275 revision, 7/3/12-$275, 1/28/12-$275 retech, 5/27/14-$100, 6/13/13-$450, 7/11/14-$210, 5/16/14-$200, 11/19/13-$192.50 another retech, 3/8/13-$100 interior revisions. Total $3,913.50 (and I'm sure I missed charge or two). I paid almost four grand, and one book I canceled. Most of these charges I could have saved on, if having been able to correct errors myself. But live and learn. But before iUniverse (or Author Solutions, or whatever other name this business goes by) thinks they've stolen my money, I will love offer it to them. After all, I imagine it takes quite a bit of money to run a phone bank. In closing, I'd like to add that I paid all these charges from my piddling monthly disability income. I've been trying to write my way off disability. Still trying. Thanks.            
Regards,
[redacted]

Dear Revdex.com,Thank you for giving us the opportunity to review Mr. [redacted]’ refund request for marketing services.Mr. [redacted] has published two (2) books with Xlibris: [redacted] and [redacted]. On March 10, 2017, he purchased the Social Media Advertising – Advanced marketing service for...

both books. This marketing campaign service involves the creation and placement of several categories of advertising for different social media sites. Each campaign lasts for a period of up to 90 days. He bought a total of six (6) rounds of this service between the two books, setting up each individual round to be paid in automatic monthly installments. The total cost for the initial order was $2,035 while the total for each of the other five orders was $2,499. At the time these orders were placed, on March 10, the first payments were charged to Mr. [redacted]’ credit card for each order: $431 for the first order and $499.80 for each of the other five (5) orders. On April 5, 2017, we received notice that Mr. [redacted] had disputed the five payments of $499.80 with his bank and the money was returned to his bank via the chargeback process. On April 10, 2017, the second automatic payments were charged to Mr. [redacted]’ credit card: $401 for the first order and then $499.80 for the other five orders. On April 12, 2017, upon receipt of this complaint, we initiated a review of the recordings of the phone calls between Mr. [redacted] and his marketing consultant leading up to his marketing purchases and the after-the-sale discussions about cancellation and refund concerns. Our review found that the content of the representative’s comments, dialogue and assertions failed to follow the code of conduct standards required of all our staff.  We apologize to Mr. [redacted] for any confusion, frustration or stress caused as a result. We assure him that appropriate actions have been taken to ensure that our commitment to the needs of our clients is understood and respected. On April 17, 2017, Mr. [redacted] spoke with Mr. P[redacted] and they agreed to a cancellation and refund resolution.  The following day, all orders except the initial order for $2,035 were cancelled. The five (5) payments of $499.80 made on April 10 were refunded to his credit card.  The Transaction IDS are as follows: [redacted] and [redacted]. Currently, there is an open balance due on Mr. [redacted]’ account of $1,203 for the initial order which he chose to retain. The payment plan on this order is still active and will charge three more payments of $401, one each on May 10, June 10 and July 10, 2017.In closing, we thank Mr. [redacted] for bringing his experience to our attention so that we might identify areas for improving our connection and commitment to our clients. Per Mr. [redacted]’ wishes, five (5) of the six (6) marketing service orders and corresponding payment plans have been cancelled. There is currently a balance due on the remaining service order for $1,203, payable in three (3) installments, one each in the next three months. We trust this information illustrates the steps taken to address Mr. [redacted] concerns.Sincerely,Elaine H[redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to review Mr. [redacted]’s project and his request for a refund of his publishing package. Mr. [redacted] writes that a lengthy delay occurred from the time he contracted and work began on his project. He also states that he was unclear about the services...

his package contained and our publication requirements. It is important to us that we respond and work with our clients in a professional and timely manner.  Subsequently, we initiated a review of his publishing experience. Purchase and Submission Timeline Mr. [redacted] writes that he committed to publishing in August 2016, heard nothing from us until November despite repeated attempts to reach us by phone, was advised that he could not submit his manuscript until a later date and sent his manuscript to us in January 2017.   Our review of his account found that he began conversations about publishing his manuscript on August 26, 2016; however, it was two (2) months later on October 25, 2016, when he finalized the purchase of a publishing package by making financial arrangements and electronically agreeing to the Services and Distribution Agreement.  A telephone call report from August 2016 to the present for both the primary phone contact number and alternate number he provided, shows a total of twenty-one (21) calls made-- nineteen (19) outbound calls placed by our staff to his numbers and two (2) inbound calls received from those numbers.   Mr. [redacted] states that, “in November I was told that I would be unable to submit my manuscript until a later date, since their computers were not working properly.”   Any interruption of the steps needed to provide our client’s with a finished product is of concern to us.  Our research was unable to pinpoint an instance where such a scenario occurred prohibiting the receipt of materials.  However, we found evidence that the manuscript was being revised by Mr. [redacted] and his son-in-law during the month of November.  If Mr. [redacted] would be so kind to provide a more specific date and the name of the person who provided him with the computer issue information, we will investigate further.  We received his manuscript and materials three (3) months after his publishing package purchase on January 25, 2017.   Please note that two (2) items are needed in order to begin work on any publishing project—a signed agreement and the author’s manuscript and materials. The following is a chronological listing of the results of the review of his account: On August 26, 2016 a publishing consultant tried unsuccessfully to reach him by phone and left a message offering to answer his questions and provide information about our services. The following day, an email with the same objective plus links to the on-line Publishing Guides for Black & White and Full-Color Publishing options was sent. On August 27, 2016, Mr. [redacted] indicated that he had sent a synopsis of his book and, because the consultant had yet to receive it, he promised to resend it.Follow up attempts were made by our staff in September thru mid-October with no commitment reached. On October 25, 2016, he purchased the Color Pro Publishing package from iUniverse for $5,399 and received a free Press Release – Essential Edition marketing service. He arranged payment that day thru our Finance department and agreed to the terms of the Services and Distribution Agreement by affixing his electronic agreement (copy attached). On October 26, 2016, his Check-In Coordinator (CIC) introduced herself by email and included written instructions for submitting his manuscript. Later they spoke on the phone to go over the submission process. Mr. [redacted] responded to the e-mail stating that his son-in-law would be submitting an electronic copy of the manuscript within three (3) days and asked several questions. On November 1, 2016, his CIC responded advising him that we had not yet received his manuscript and that she would need to view it before she could answer his questions. On November 16, 2016, he sent an e-mail stating that his son-in-law was having issues uploading the manuscript via the iUniverse website. The same day, his CIC responded and advised that she would take care of it for him if he sent the manuscript via e-mail to her. On November 18, 2016, his CIC spoke with his son-in-law over the phone and was advised that Mr. [redacted] was still making changes to his manuscript and that they would send it after the weekend. On November 23, 2016, Mr. [redacted] sent an e-mail with his CIC on carbon copy that stated he was sending the finalized manuscript to his son-in-law. The same day, his CIC responded stating that she would anticipate receiving the submission during that week. On December 5, 2016, Mr. [redacted]’s CIC e-mailed his son-in-law to ask if there were any updates about his manuscript as we had not yet received it. On December 22, his CIC spoke on the phone with Mr. [redacted]’s daughter who said that she had no updates regarding the manuscript. After several more exchanges over the phone and via e-mail, we received Mr. [redacted]’s manuscript on January 25, 2017. Upon receipt of the materials, his CIC left a message confirming she’d received them and informed him the next step would be the mandatory Content Evaluation. Publishing Package Contents A full description of all publishing packages offered by iUniverse and what they include can be found at any time on the iUniverse website.  The description of the Color Pro Package he purchased can be found there at: http://www.iuniverse.com/Packages/ColorCompare.aspx. Our records show that during the phone conversation between Mr. [redacted] and his Publishing Consultant in October 2016 they reviewed together the website information about packages and their services. Publication Requirements Information about how to format manuscripts before submission, how to submit materials, content standards, recognition programs, marketing and promotional offerings, book pricing, royalties, etc. are readily available for review on our website in the FAQ section.  In addition, a welcome packet is sent to each author within 24 business hours of signing an agreement. The packet contains instructions for submission of materials and a roadmap of the steps that will be taken to complete the publication of their work. The welcome packet was sent to Mr. [redacted] within the standard 24 business hour timeline (see timeline above).   Content Evaluation Phase The Content Evaluation is as assessment of all materials submitted to ensure that they meet our standards for publishing. We perform Content Evaluations on all books to identify areas in the manuscript that could potentially put the author at risk for copyright, libel, privacy or fair use infringements. A detailed description of the Content Evaluation and guidelines can be found on our website at: http://www.iuniverse.com/faqs/Content-Evaluation.aspx.   On February 6, 2017, Mr. [redacted]’s CIC sent him an e-mail stating that his manuscript was ready to be submitted to our Content Evaluation team and quoted a timeline of 2-3 weeks. On February 20, 2017, Mr. [redacted] and his son-in-law were notified that there were copyright and possible privacy/libel issues with the submitted manuscript. Later that day, Mr. [redacted] replied to the e-mail stating that he would not change his manuscript and that he would like a refund for his publishing package. In this e-mail he also informed us that the majority of the people mentioned in his book were deceased. On February 22, 2017, Mr. [redacted] was sent an e-mail by a supervisor who informed him that after learning the information about the individuals being deceased, he would only need to fix a small copyright issue. Mr. [redacted] responded on February 24, 2017 stating that he had received the e-mail and was going to file this complaint. We refer Mr. [redacted] to the Termination and Refunds section of the Services and Distribution Agreement he signed. Because he elected not to make changes to his manuscript so that it would comply with our content guidelines, a fee of $150 will be withheld. This is in addition to the initial setup fee of 10% of the purchase price of the publishing package.  On March 3, 2017, $4709.10 ($5399 less $689.90 in fees) was returned to Mr. [redacted]’s credit card, transaction ID [redacted]. Regarding Mr. [redacted]’s request to return his materials, we only received electronic copies; therefore, he already possesses copies of everything we have. If he would like us to transfer these materials onto CD and send them to him via USPS he may request that by e-mailing our customer support team at [email protected]. In closing, we are saddened that Mr. [redacted] has elected not to continue the publishing process with iUniverse. In accordance with his Services and Distribution Agreement, a refund for his publishing package in the amount of $4709.10 was returned to his credit card. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to review and complete Mr. [redacted]’s refund request. Mr. [redacted] committed to publish a book with Xlibris on August 26, 2015. He purchased a Full Colour Executive publishing package taking advantage of a promotional rate of £2499.50 and opting to...

use an installment payment plan which added a £20 non-refundable surcharge, making his package total £2519.50. He made the first payment of £436.60 that day with the remaining five (5) payments set up for auto-charge on the same day of the five (5) following months. On September 7, 2015, he signed and returned both the Self-Publishing Services Agreement and the Installment Payment Plan Agreement, copies attached for your reference. His final installment was scheduled for and made on January 26, 2016. Three business days later on February 1, 2016, Mr. [redacted] and his Publishing Consultant, Annie M[redacted], spoke regarding the cancellation of his project. An email confirmation of their conversation was sent by the Publishing Consultant which included a reminder of their phone appointment set for 7PM UK time the following day to discuss the matter further.  The Publishing Consultant called at the agreed upon time, unable to reach Mr. [redacted], she left a message.  He returned the call on February 25, 2016, conveying that he and his wife were in agreement to proceed with the cancellation of their package. The refund request was entered for processing on February 29, 2016. All refund and cancellation requests are reviewed for eligibility under the tenets of Section 8 of the author’s signed Self-Publishing Services Agreement. As stated in Section 8.6, the processing of the review request may take up to thirty-five (35) days to complete. Upon receipt of this complaint, we conducted a review of his file and refund request. Our investigation found that a misinterpretation of Section 8.2 (c) of his publishing services agreement occurred concerning the Effective Date. Applying the date the agreement was signed as the Effective Date, the time span between his signing of the services agreement and his request for refund are within the 6 month eligibility window.  We apologize for the error in computing the 6 month period and thank Mr. [redacted] for calling it to our attention. As he has yet to submit a manuscript, according to Section 8.2 (a) he qualifies for a 100% refund less the non-refundable setup fee of £105 and the £20 non-refundable installment surcharge (Section 8.6). The refund of £2,394.50 was processed back his credit card (per Section 8.6) on April 21, 2016. Please refer to the payment breakdown and transaction codes of the refund below. Processed refund and credited £2394.50 back to card used to make the purchases: £416.58 to Visa ending [redacted], transaction ID [redacted] £416.58 to Visa ending [redacted], transaction ID [redacted] £416.58 to Visa ending [redacted], transaction ID [redacted] £416.58 to Visa ending [redacted], transaction ID [redacted] £416.58 to Visa ending [redacted], transaction ID [redacted] £311.60 to Visa ending [redacted], transaction ID [redacted] In summary, we apologize to Mr. [redacted] for the confusion in finalizing his refund request and any inconvenience that resulted from the delay in receiving his refund.  In accordance with the refund policy of his self-publishing services agreement, his monies have been returned to his credit card. We trust the information provided with this letter illustrates the steps we have taken to address Mr. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Simply put, this company is lying.  I only received 31 books in one big box stuffed with packaging paper.]
Regards,
[redacted]

Dear Revdex.com,   Thank you for the opportunity to assess the presentation and fulfillment of the marketing services Mr. [redacted] selected for his book.   Mr. [redacted] initially agreed on July 15, 2015 to the purchase of a Black and White Basic publishing package to publish his book entitled...

“[redacted].”   On July 27, 2015, he decided to upgrade the package, selecting a Black and White Executive publishing package with expanded services and taking advantage of a 50% discount off the list price or $3750. He opted to use the auto-installment payment plan adding a non-refundable payment plan fee of $30, making his total $3780. The initial payment from his original package purchase was applied toward the cost of the upgraded package. His title completed its publication process and was made available for sale with his approval on December 1, 2015.   He purchased the add-on marketing service, the Bookstore Pitch Campaign service, on December 23, 2015 for a discounted price of $3500.    Description of the Bookstore Pitch Campaign This service is a focused marketing program targeting independent bookstores. The campaign is designed to reach out to the independent bookstore via multiple avenues, i.e. personal contact, sampling, sell sheets, a book return program, industry magazine advertising, and a book show exhibit. The book is pitched to 25 independent bookstores in the United States over a 90-day period with the guarantee that at least two (2) independent bookstores will carry the title for at least 2-3 weeks on a test basis. Monthly progress reports are provided with the contact information for the locations that agreed to stock the book listed in the final report. The decision to stock copies of the title is not guaranteed and is solely within the bookstore’s discretion.   Presentation of Bookstore Pitch Campaign In his filing Mr. [redacted] writes that he believed this service, “among other things, was to present my book to over 40,000 book stores, libraries, etc. for purchase... These places were to display my book on the shelves of their stores, libraries, etc. This was to be a sure way to get my book displayed.”   It is important to us that our Marketing Consultants provide our clients with accurate information regarding each service we offer. Because the scope of the Bookstore Pitch Campaign (see above) varies from Mr. [redacted]’s statement, we sought more details and requested an audit of the conversations between Mr. [redacted] and his Marketing Consultant. The audit found that the marketing consultant failed to describe the elements of the service accurately, misrepresented the campaign’s reach and focus along with making guarantees of book placement inconsistent with the test and stocking elements of the service.   For this we apologize to Mr. [redacted]. The cost of the service, $3500, was been refunded and returned to the card used to make the purchase on November 4, 2016 via transaction ID [redacted].   We thank Mr. [redacted] for making us aware of his experience and assure him that we have taken appropriate disciplinary action with the consultant.   Fulfillment of the Bookstore Pitch Campaign On January 4, 2016 an email was sent with attachments of a copy of the product’s FAQs and a 5-page questionnaire seeking more detail and insight into his work. A copy of the FAQ’s are attached. Completed questionnaire received on February 16, 2016 via email (a copy available on request). Phone calls made to the bookstores’ buyer-in-charge using the information from the questionnaire to establish interest.   A sell sheet, a specially crafted cover letter expressing the merits of the title, and a sample copy are sent to interested bookstores with follow-ups by email and/or phone.When a bookstore agrees to stock a title, they are agreeing to put the book on the category shelf. Placement in a featured display is at the discretion of the bookstore. The campaign produced three (3) bookstore placements for his title. The final report/fulfillment confirmation with the placement schedule along with point of contact information for each of the three independent bookstores was sent to him on July 11, 2016. Industry Catalog and Magazine placement: Foreword Magazine in a single slot print ad--June 2016.Forecast Catalog--July 2016.NTS Show Book Exhibit—May 18. 2016Booksellers Return Program for 1 year—scheduled as continuation of program included in his package. Fulfillment of Marketing Services of the Executive PackageIn his filing, Mr. [redacted] also questions the fulfillment of the marketing services included in his packageA review of all the marketing services for Mr. [redacted]’s book confirmed that all services but two (2) have been fulfilled—the Half Page Feature on Bookmad and the Leatherbound Edition--Consul. The Half Page Feature on Bookmad has been created and scheduled for release in the December 2016 –January 2017 issue as conveyed to him in an email on July 30, 2016. Once the issue becomes available, the fulfillment report will be sent with a PDF file of the BookMad Digital Magazine page where the ad appears.  The author-exclusive leather bound edition of his book is available in two different designs. In order for us to proceed, Mr. [redacted] must select the design he prefers and send a copy of the signed selection form to us to ensure accuracy of the order. Although the form was sent to him on December 22, 2015, we have yet to receive his signed copy of the form. For your reference and his convenience a copy of the order form is attached. Once received the leather bound edition will be prepared and shipped to him. Editing and Errors in Published BookMr. [redacted]’s package includes copyediting services. Copyediting includes the correcting of errors in spelling, grammar, punctuation, and syntax of the manuscript using industry standard style considerations and is performed prior to the book being endorsed to book design. The edited manuscript was sent to him for review and approval.  Here he was given the opportunity to examine the editing and determine if he desired to decline any of the suggested changes or accept them. On September 14, 2015 we received his approval with a note of commendation for the work done.  The edited manuscript was used in the design and preparation of the interior book block. Prior to the release of his book to print, he received galleys for both the interior and the cover.  Here he was given the opportunity to review both galleys and make modifications, additions, or revisions to them.  He requested some changes and revised galleys were sent for his review and approval. On September 22, 2015 we received his signed approval to release his book to print.  On December 23, 2015 Mr. [redacted] advised us that he noticed some typos and misspelled words in the book interior. The same day we requested he send the changes to us for implementation. The revisions were received and acknowledged on January 4, 2016. However, due to the method used to request the revisions, additional errors appeared when the manuscript was placed in our publishing software. A re-tech of the work was completed at our expense, approved by him and re-released to print in February 2016.  In summary, we again apologize to Mr. [redacted] for the misrepresentation of the Bookstore Pitch Campaign. He has been refunded the full amount paid for the service and the elements of the service fulfilled according to its description. Mr. [redacted] approved the copyediting of his manuscript to be used to design and publish his book.  At his request revisions were made to the galleys of both the interior and cover of his book and the revised galleys were approved for release to print.  After release, we waived the cost of a re-tech and resubmission of his book and re-released his book with his approval. The fulfillment of the Bookmad feature is scheduled for the December-January issue; the leather bound edition of his book awaits the completed from designating his style choice. We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns. Sincerely, Elaine H[redacted]Manager of Author Satisfaction